Instruction manual

Hunt Group Solutions
12-1Overview
12
DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
12
Hunt Group Solutions
Overview
DEFINITY hunt group applications are designed to efficiently connect each caller
with an agent best suited to serve that caller. The system begins the process by
capturing information about the caller even before the call is routed. That
information is integrated with existing databases (see Chapter 6,
"Computer-Telephone Integration Solutions"), and the combined data is used to
assist the agent in call handling. Additional features politely keep callers who are
waiting in queue (a holding place for incoming calls) informed about how long it
will probably take to process the call. Detailed call statistics are constantly
available to agents and supervisors.
Calls coming into your hunt groups are queued up and routed based on informa-
tion that the system continually acquires. Each of your customers can be pre-
sented with a variety of options for leaving a voice message, leaving a fax, or
monitoring the status of his or her call.
This section describes the hunt group capabilities:
■ Automatic Call Distribution , which manages call traffic and work flow.
■ Call Vectoring , which allows managers to create controlled routing
scenarios that give each caller the best possible service at the least cost.
■ Call Prompting , which allows you to handle incoming calls based on digits
entered by the calling party.
■ Basic Call Management System , which provides reports on the measured
hunt groups, also know as “splits.”